Mahlangu Thembinkosi 9202 9303 1st Submission

PORTFOLIO OF EVIDENCE
Dealing with client queries

9302
NQF Level: 3
Credits: 2
9303
NQF Level: 3
Credits: 3
Thembinkosi Mahlangu
Name & Surname
990609
ID Number
Hollard
Workplace
19 October 2023
Due Date
PLEASE READ THE FOLLOWING WITH CARE:
Submitting a fully completed portfolio before or on the due date and in the manner required is very
important. It is firstly evidence of your ability to organize and manage yourself and your activities
in a responsible and effective manner. This is a critical cross field outcome that you have to be found
competent in. Secondly it demonstrates your understanding of the world as a set of related systems
where all actions are followed by a reaction. For example: Late submissions can lead to submissions
not being accepted, it can delay the assessment and feedback process and could even result in you
being liable to pay a late submission penalty.
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Version 1_July 2016
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Assessment Results Summary
US ID Unit Standard Title Competent / Not Yet Competent
st
1 Attempt Date: Final Result: Date:
Access information in order to

9302 respond to client enquiries in a 2nd Attempt Date:
financial services environment
1st Attempt Date: Final Result: Date:
Communicate verbally with

9303
clients in a financial environment 2nd Attempt Date:
Learner Attended
N/A YES NO Reason
Workshop
FACILITATOR COMMENTS:
ASSESSOR DETAILS CANDIDATE ASSESSOR REGISTERED ASSESSOR
Assessor Name:
Assessor reg no:
Assessor Signature:
Date of Assessment:
MODERATOR DETAILS: CANDIDATE MODERATOR REGISTERED MODERATOR
Moderator Name:
Moderator Signature:
Date of Moderation:
Moderator’s Judgement:
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9302: Access information in order to respond to client enquiries in a financial services environment
ACTIVITY 1
In this activity you will use an electronic information system to access information in a financial service
environment.
1.1. Why do insurance companies maintain client records? Provide a few examples of what the records are
used for by insurance companies.
The FAIS Act demands the creation of a future claims systems that will respond to enquiries or concerns in
the future and determine premiums and approval for new clients by comparing cases with previous claim
data.
Assessor:
1.2 Discuss the implications of incomplete data captured for the client and the company.
Client: False information that the client files might have an impact on acceptance, premiums, and potential claims.
Mistaken underwriting might lead to financial damages and make it more challenging to respond to future queries or
complaints, which would reduce the risk premium.
The insurer: An unsatisfied client might result in case fees, FSCA fines, complaints, negative publicity, Ombudsman
complaints, and license suspension.
Assessor:
1.3 What documents can the systems you have access to generate? List at least four different types of
documents.
 Death Certificate
 Notice of Death
 ID copy
 Funeral Claim Forms
Assessor:
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1.4 Identify the information systems used in your organisation for your particular function. List the systems
below and identify what information you can access from each system. Name as many as you use in your
day-to-day operations.
Information I can access from the
Name of System Client’s needs
system
e.g. SAP Payroll  Net income Salary schedule
 Gross Income
 Deductions
o UIF
o Tax
o Medical Aid, etc
MIP  Phone numbers and email  Feedback.
address.  Amounts to be paid.
 Phone Recordings
 Missing documents
Exergy  Phone numbers and email  Feedback.

address.  Amounts to be paid.
 Missing documents
Assessor:
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1.5 Copy the names of the systems you identified in the previous question. Use the self-assessment below to
determine your competence to use the systems.
Rating Key:
0 – Need training and development
1 - Can operate with assistance
2 - Fully competent – can operate independently at full quality
SELF MANAGED ASSESSMENT
Skills to Improve
Self-Evaluation Action Plan
Name of System
0 1 2 Development Actions Assessment
E.g. SAP Payroll X  Attend off site  Plan assessment with
training 1/10 – 5/10 assessor and schedule
 Team Leader to coach assessment date
 Practice with case  Collect evidence of
studies competence and
MIP X  I will need to compile
 I willPOE
ask my team
attend training leader to assess me
more. and give me
feedback on my
performance.
Exergy X  I would get  I will practice on

coached by my the testing site.
team leader.
Assessor:
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ACTIVITY 2
In this activity you will skim electronic and other documents for general information.
Case Study 1:
You receive a letter from a client wanting you to provide information on the tax benefits (current and at
retirement) of investing in a retirement annuity. Answer the following questions relating to your
organisation’s systems and processes.
2.1 Who would be a trusted source of information/guidance that can help you address the client’s query?
 The Company’s system called MIP.
Assessor:
2.2 Which system would you access to provide the information required?
 I would still use MIP.
Assessor:
2.3 What information would you require from the letter to address the client’s query?
 The client’s cell phone number and/or email address.
Assessor:
2.4 In what format should the information be provided to the client?
o The client phone number and email address should be provided.
Assessor:
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ACTIVITY 3
In this activity you will scan electronic and other documents for technical information.
Case Study 2:
Your manager is going to a meeting and asked you to investigate the following Hellopeter.com complaint:
SUPPLIER XYZ Insurance INDUSTRY Insurance
BRANCH / AREA Johannesburg COUNTRY South Africa
PERSON
TIME / DATE 16:28 Wed 30 Oct claims management
RESPONSIBLE
CUSTOMER Btlhapane
PROBLEM Breach of Contract
INCIDENT Wed 30 Oct
HEADLINE DECLINED FUNERAL CLAIM DUE TO FALSE WAITING PERIOD
THIS IS ONE OF MY MANY COMPLAINTS AND STILL NO HELP... ON 26 JULY 2013 MY

GRANDMOTHER RECEIVED A LETTER STATING THAT XYZ WILL NOT BE PAYING
HER CLAIM FOR HER DECEASED HUSBAND AS HE WAS WITHIN HIS WAITING
PERIOD AT THE TIME OF HIS DEATH...
I DISPUTED THIS AS THE POLICY WAS TAKEN IN 2008 AND HE HAS BEEN ON THE
POLICY AS A SPOUSE SINCE THEN(DOES ONE NEED TO BE WITH YOUR POLICY FOR
10 YEARS BEFORE THEY DIE????).
I REQUESTED SIGNED DOCUMENTATION WHICH STATES THIS WAITING PERIOD
YOU ARE TALKING ABOUT AS PROOF AND NO ONE IS BOTHERED TO SEND
ANYTHING INSTEAD WE GOT ANOTHER LETTER TELLING US THE CLAIM HAS
BEEN DECLINED..I WANT PROOF OF THE SIGNED DOCUMENT STATING THE
WAITING PERIOD WHICH MY GRANDFATHER WAS ON OR THE FAMILY WILL BE
FORCED TO TAKE THIS AS A ***** CASE...
SOMEONE WHO KNOWS THEIR WORK BETTER GET BACK TO ME BEFORE THE END
OF THE WEEK WITH PROPER FEEDBACK!!!!
3.1 Who would be a trusted source of information/guidance that can help you address the client’s complaint?
 The system that they used at XYZ Insurance.
Assessor:
3.2 Which system would you access to provide the information required?
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 The system that they used at XYZ Insurance.
Assessor:
3.3 What personal information of the client would you require to address the client’s query?
 Client’s contact number and email address.

 ID Number.
Assessor:
3.4 What technical information in the complaint will assist you in dealing with the client’s complaint?
 The “Problem” heading.
Assessor:
3.5 In what format should the information be provided to the client?
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 They need to be provided with a letter in response to the query and a short summary of the policy
rules/contract.
Assessor:
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ACTIVITY 4
In this activity you will read an electronic or other document to interpret and convey the details.
4.1-4.4 Refer to one of your interactions you had with a client where you were required to access system to
address the client’s queries. Answer the following questions:
Question Response
 I asked the customer to provide me with their ID number, that way I can
track down their policy and work on it.
What useful information
did the client supply?
 ID Number
Which documents did you  Phone number/Email address
use to:
a) Identify and
b) Address
The query of the client.
 I used Exergy.
Which system(s) did you
access to respond to the
client queries?
 The claim was ready for authorisation, this means that it is ready to be
What technical language authorised and paid for.
did you identify to
adequately respond to the
needs of the client?
 I sent them an email explaining that all the documents were indexed, and
we are processing them.
What useful information
did you supply to the
client?
 I called the client and sent them an email.
How did you present this

information?
Assessor:
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9303: Communicate verbally with clients in a financial environment
ACTIVITY 1
In this activity you will listen for information in a verbal communication.
We learn our non-verbal behaviour patterns from our parents and our community and this can differ from
culture to culture. As a client services agent you need to be aware that your clients come from different
backgrounds and cultures, and that the way they express their emotions may differ. For this activity you will
need to:
1. Create a checklist of body language with the “text book” interpretations of their meaning, and then
2. Interview a colleague or friend of another culture to find out if these interpretations of non-verbal
behaviour apply to your interviewees’ culture. You will indicate the differences and similarities.
IMPORTANT:
 Show / submit the checklist you designed.
 Show / submit the interview form you used.
Summarise your findings here:
The Report about Body Language
 I have found that the body language of the various South African cultures and the workplace norms
range greatly from one another due to their different points of view. Many traditional South Africans
may find our professional body language offensive since they take things very seriously. For this
reason, we don't act in the same way in rural areas as we do in the office. But since you give them
the idea that you will obey them and give them ability to direct/control your marriage, pouching
forwards is viewed as a sign of respect.
Assessor:
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ACTIVITY 1.1 – 1.5
Case Study 1: A client storms into the office and walks straight to you. She starts telling you about her
experience:
“I am shocked (and will tell the entire world) at the way I have been treated by ABC insurance!! After my
father passed away in January I have been trying to make a claim. I have been to the Stellenbosch office 5
times and every time they tell me something different to do before they would submit the claim....never the
same thing! Today I tried for one last time and got told by the person that she refuses to help me because I
put the papers down on her desk a little too hard for her liking.....she was extremely RUDE! Myself and my
family will be taking all our policies away from ABC!! THAT WOMAN SHOULD BE FIRED!! You have
just proven that you have stolen money from my father for years because I will never see that money and
your Stellenboch office will make sure of it!”
Answer the following questions regarding the situation:

Question Response
What is the emotional  The customer was angry.
state of the client?
 She entered the workplace "stormed." This suggests that she may have
What body language pushed her way through rather than walking quietly.
indicators are identifiable
in the case study?
 I think that I would apologize to her about the delay and speak normally.
What tone and volume
would you use to respond
to the client?
 She wanted to bring forward a claim for her father's death.

The client expressed
certain needs. Identify the
main need of the client.
 Bring forward her documents.

List three questions you  Confirm if all the personal information on her documents are true.
would ask the client to  Tell her that I will be working on her policy.
identify how to satisfy the
Assessor:
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Case Study 2: Your phone rings and you answer. The client explains the following:
“I am phoning on behalf of my dad. We went to the Southgate branch on the 04/10/2013 to surrender his
policy, we were then told by the receptionist that no one can help with that type of Policy only one woman
can assist and its her lunch time. Despite all that Susan Tlou assisted a client before us and then still helped
us. She never gave excuses of she's on lunch she gladly assisted with a smile while doing it. I really feel you
need more capable people like her in your branches cause the rest of the staff were sitting and doing nothing
but couldn't assist. I shudder to think what would have happened if she went out for lunch would we have to
wait cause no else can assist? The people that came in after us as well were also waiting for her this woman
is an exceptional employee and really should be appreciated.”
Answer the following questions regarding the situation:

Question Response
 The customer expresses both appreciation and regret.
What is the emotional
state of the client?
 I would reply in a more positive tone since I had received positive news,
What tone and volume but I would also be under pressure due to the previous bad remarks made
would you use to respond about the other employees at the branch.
to the client?
 The customer has concerns about what they would do if they were not
The client expressed given assistance. They most likely worry about being let down when
certain needs. Identify the they make more claims.
main need of the client.
 I would ask if they were assisted.

List three questions you  How was the service?
would ask the client to  Their opinion about the branch.
identify how to satisfy the
 Despite their grief, clients are perceptive to a great deal of information.

To prevent coming out as careless, treat people with respect at work.
What can we learn from
the case study?
Assessor:
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ACTIVITY 2
In this activity you will use clear plain language in a verbal communication.
2.1–2.4 Read the following situations. Provide a response to the statement, which reflects the
unexpressed feelings that the other person seems to be experiencing.
Situation 1: A client is fretting about her up-coming medical. She says, "Do you think I'll do OK?"
 Remain calm; you will be alright.
Assessor:
Situation 2: A client says, "It’s to the point now that I don’t like to come into the city to drop off my
contribution, as I am afraid of being mugged."
 I can relate to your frustration. So that you won't have to go through the city, try to do that on your
phone.
Assessor:
Situation 3: A client says, “I am tired of being passed from one department to the next without having my
query resolved."
 Have you attempted to discuss your feelings with your manager? It's not acceptable to become
stressed at work; make sure you discuss this with your management.
Assessor:
Situation 4: A colleague says with a little laugh, "I can't believe I went out this morning with that rip in the
back of my pants."
 Nobody seemed to notice it, I believe. Despite the irritation, you looked lovely.
Assessor:
Situation 5: A broker says, "Whew! I'm really glad that New Business application has finally been accepted."
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 That's fantastic. When they learn, the client will be pleased.
Assessor:
ACTIVITY 3
In this activity you will provide information in response to a client's request.
Read the following scenarios and identify on the continuum below at what level you would use formal or
informal language. Then give an example of how you would address the person in the situation.
An example is provided below:
You apologize for your department’s poor service to an angry client.

Informal Formal
1 2 3 4 5 6 7 8 9 10
x
e.g. “Mr. Maharaj, this is not the service you should expect from our organisation. I apologize and I
will make every effort to change your experience”
1. You answer the telephone in your call centre.

Informal Formal
1 2 3 4 5 6 7 8 9 10
X
o Good day, how are you? May I please speak to Ms. Duku?
Assessor:
2. You speak to your colleagues during a break in the smoking room.

Informal Formal
1 2 3 4 5 6 7 8 9 10
X
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o Did you hear what the manager said at the meeting, this morning?
Assessor:
3. You phone a client to thank her for the flowers she sent to you for your excellent service.
Informal Formal
1 2 3 4 5 6 7 8 9 10
X
 Thank you so much for the lovely flowers.
Assessor:
4. You respond to Mrs. Grey who drops by weekly to bring home baked biscuits for the team and find out
how her unit trusts are performing.
Informal Formal
1 2 3 4 5 6 7 8 9 10
X
 Mrs. Grey, it is amazing. Being up to date with your unit trust is a remarkable experience for
everybody who owns it.
Assessor:
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ACTIVITY 4
In this activity you will capture information from a verbal communication.
4.1 Read the transcript of an interview between David Williams and Bruce Campbell. Use the
worksheet below to identify any insurance jargon and suggest an alternative for the non-insurance layperson.
Also look at language and make suggestions for plain language usage.
Can you identify any verbal mannerisms in the transcript?
On the second worksheet identify jargon that is specific to your department and company. Identify when it is
appropriate to use it and when it is inappropriate. Identify alternatives to your company jargon for the non-
lay-person.
Transcript:
Date aired: 28 July 2003
Guest: Bruce Campbell, Mutual and Federal
David Williams, associate editor of the Financial Mail speaks to Bruce Campbell of Mutual and Federal
concerning the group's interim results and the future for itself as well as the industry in general.
Q: Well, you seem to be quite cheerful. Was it a good results presentation for the six months to June?
A: Yes. We are very pleased with the first six months. We achieved a 14% growth in premiums. So, the
necessary price corrections in our business are coming through. We achieved a R111-million underwriting
surplus that is a substantial improvement from the R51-million at this point last year. R111-million is about a
4.1% underwriting surplus to net written premiums. It has been a target of Mutual and Federal for some
years to get to that level. We are pleased with that.
On the strength of that result we have declared an interim dividend of 25 cents a share, that's up from 22
cents a share this time last year. It is also about 14% growth in terms of the dividend.
So, we are very pleased with a solid set of results.
Q: How did you fare in the sector generally? How have you compared against your main rivals?
A: Well, it is difficult to say. We are the first insurer to report 30th June results. Some of our competitors
will only be reporting later or next week. But, I would think 4% to be a pretty good performance in this
sector, David.
The market conditions have been conducive to an improving underwriting result, but I would have to wait
and see what their results are like.
Q: In the sector generally, is it difficult at the moment? Is it competitive out there? Tough?
A: It is tough out there. If one looks at the industry as a whole, in 1999/2000/1 the results were generally
negative. That led to quite a sharp increase in rates of about 16% in 2002. So, you are seeing an improving
result coming through, but it is competitive.
Clearly the focus or endeavour of insurance is not to increase premium levels. We want to try and contain
them so that you keep your product affordable.
Q: There are particular areas of your business that are of interest, particularly vehicles. Everyone in South
Africa drives a vehicle, if they can. What part of your business deals with vehicles? Is it a substantial part?
A: Yes, it is a substantial part. It is typical of most insurers SA-wise or even internationally. About 45% of
our premium flows would relate to motor vehicle insurance. It is an emotive issue. The key issue driving
motor vehicle premiums is not crime but rather accidents. The interesting thing is that as far as thefts are
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concerned, we've noticed a leveling-off of the number of thefts, whereas a number of years ago it was on the
increase. What is of concern is the escalation of motor vehicle accidents.
Q: What about hijacks?
A: About 10% of motor vehicle thefts are attributable to hijacking. It seems to have reached a plateau
though, but it is not getting any better.
Q: Do you have problems with fraud?
A: I don't think the fraud aspect is as significant as others would think it is. People don't just have accidents
on purpose. It is an accidental issue. Look, there is an element of fraud and you have to constantly be vigilant
and try and stamp it out.
Q: Bruce, how do you see it going forward? Many dread purchasing insurance, but we need to. How about
the sector and Mutual and Federal for the next six months to a year?
A: On behalf of Mutual and Federal, the market conditions are conducive to profitability. There has also
been a correction of premium levels. I hope, in general, that rate increases or premium increases are within
inflationary parameters. Our endeavour would be to keep those premiums as low as possible, but I think our
performance is sustainable.
As far as the industry is concerned, I understand that they have had a hardening of markets over the last
couple of years; I think there is more hardening to come.
- Summit TV is broadcast on Channel 55 on DStv
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Worksheet One:
Try to identify at least 3 examples for each of the categories below:
Examples Alternatives
1) Premium Levels 1) Rates
Jargon 2) Underwriting surplus 2) Profits
3) Total premiums of all new

3) Written Premiums
policies in last year.
1) Rivals 1) Competitors
Plain Language 2) Levelling Off 2) Decrease
3) Stamp it Out 3) Eliminate it
1) Look…... 1) Don’t use this word
Verbal Mannerisms 2) Well… 2) Don’t use this word
3) So…. 3) Don’t use this word
Assessor:
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Worksheet Two:
Try to think of at least 5 examples of Jargon in your workplace:
Alternative words
When appropriate to When not and phrases to use
Jargon for non-lay-person
use appropriate
Dread disease Describing someone Outside of Critically Ill.

that is really sick. work/hospitals.
Repudiation When you close a claim. When you cancel on Cancelling a claim.
someone.
Cooling-Off Period This is before you must When you owe Waiting period.
start paying for policies. someone money.
Grace Period When a client has In public. Lapsing period.

missed a month paying
for the premium.
Life Cover When talking about a When you are at a Policy cover.
policy cover. party.
Assessor:
4.2 This activity is designed to measure your interactions with clients in an authentic / real situation. You
have to provide evidence of your competence to communicate verbally with clients in a financial services
environment using the competencies you have learnt on this course.
Arrange that your mentor /supervisor/head of department can evaluate you against a “live” telephone call or
evaluation of another verbal interaction with a client. You can use your quality assurance checklists as
evidence.
For the above client interactions show the notes that you have created of the client interaction. (Print them
from the system if they were captured on an information system).
Remember to attach the evidence to your portfolio.
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SUMMATIVE ASSIGNMENT
QUESTION 1 (9302)
As part of our daily routine we require access to information to provide customer service. When looking at
the systems used in your organisation, describe how you access information to provide customer service.
Refer to the following:

1. List examples of the kinds of information that is stored on your organisation’s systems and/or databases
and explain when it will be used.
2. List the client information that you require to respond to a client’s query.
3. Supply a case study where you could not assist a client due to limited access or incomplete information.
How could the situation be resolved?
4. Attach screenshots of the following:
a. Capturing client details;
b. Accessing client details;
c. Another query of your choice.
Each paragraph should be 150 words.
 The MIP and Exergy systems are used at my Hollard to provide us with access to client information.
MIP applies to plans purchased directly from Hollard Life Insurance; Exergy, on the other hand,
handles policies obtained via companies that provide funeral and/or layoff insurance. These policies
are all connected to Hollard Life Insurance, which is the insurer that will provide the payout in the
event of a death. The customer provided this information when they originally attempted to apply for
a premium, thus it is heavily backed up in these systems. Our records include ID numbers (used to
identify the clients), contact details (so we know who to contact and how to contact them in the event
of an inquiry), the agreed-upon premium and the amount paid by the client (proof that premiums are
paid for and what coverages they may have), the details of the elected beneficiary (which is
necessary in the event that the primary life beneficiary passes away), information about the
dependents (to determine who else is covered), and information about when the client was contacted
and how much money was transferred (so we know how much needs to be paid out).
 For us to reply to a client's inquiry, we will require the client to provide us with their policy number.
This will enable us to obtain the necessary information quickly. If the client does not have their
policy number, however, we can still process their claim by using their ID number. In addition, we
have to determine whether the phone numbers and email address that are still in the system belong to
them or whether they should be updated. This is reviewed to see if clients can receive updates on
their policies and whether, in the event of a death in the family, we need to get in touch to request
any missing paperwork. The policy statuses provide us with additional information, enabling us to
determine whether to pursue the claim or if it has lapsed or been closed as a result of nonpayment,
closure, or finalization.
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 It was really challenging for me to work on a claim with restricted access since I was unable to help
the customer over the phone as she refused to provide her ID number, mobile phone number, or
email address in response to security questions. Even though I reminded her that I work for an
approved Financial Services Provider, she insisted that she can only complete them in paper since
she doesn't trust the phone method. She wanted help filing a claim, but I was unable to help her over
the phone since I needed to know for sure if I was speaking with the right person about the
insurance, and that was strictly business procedure. She agreed when I asked if I could give her our
contact information so that later, if she needs assistance, she can get in touch with us and we'll be
there to help. We then provided her our phone number and email address so that she may send us the
information.
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Assessor:
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QUESTION 2 (9303)
Refer to one of your conversations with a client and answer the following questions:
Question Response
What useful information  The reason they called and then gave me their ID Numbers, Phone
did the client supply? number and Policy number to identify the issue.
What technical language  I told the lady that her claim is still sent to the FCRM – Financial Crime
did you use? Did you have Risk Management, so they are still investigating it to see if it requests.
to explain terms?
What useful information  I told the client that they should calm down and then we will provide
did you supply to the them with details once the claim has been sorted out.
client?
What information did you  I had to capture a new cell phone number and new address for in case
have to capture? they want us to start mailing them.
Where did you capture this o I captured it on MIP.

information?
Assessor:
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Additional Space:
Activity 4.2 Assessor:
Mrs. Wilken Case Study.
The Report:
 Mrs. Wilken is charged with a false fee of R2000. She is not happy
because she is fully covered for everything.
 The first person she visited to get her phone serviced was the one who was
at blame since it's possible that they purposely broke it so she had to come
back and pay them extra money.
 Her existing phone is beyond repair; thus, she needs to acquire a new one
as there is no use in attempting to fix it.
 She won't have to worry about mending her phone again, so yes, she will
be delighted.
Transcript:
Me: Hello, Mrs. Wilken. This is Thembinkosi from Zoem-Zoem Insurance

speaking with you. I'm calling about the complaint we had from you regarding the
damage to your phone.
Mrs W: Oh, eventually!! Somebody calling!! It's about time!! So, what are you
going to do about this??
Me: Let me start by apologizing, Mrs. Wilken, for the poor customer service you
have experienced from our company.
Mrs W: … And I wanted to report your service on social media, but you are lucky
that I didn’t!!
Me: I am sorry Mrs. Wilken, but the reason for my call is to let you know that we
have resolved the issue for the unnecessary R2000 you were charged.
Mrs W: Really? You are only realising that now? Why was I charged that R2000
in the first place?
Me: That was a mistake on our side ma’am. We apologise for the inconvenience,
but we are more than happy to assist you with replacing the phone.
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Additional Space:
Mrs W: You need to get your facts straight next time! Can’t be charging people Assessor:
for nothing, imagine if I had paid? What was going to happen? … Please start
working my phone, IMMEDIATELY!!
Me: I understand your frustration Mrs. Wilken and I do apologize for that. We will
work on your cover as soon as possible.
Mrs W: Thank you, bye.
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FACILITATOR NOTES:
Activity No. Remedial Action
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LEARNER REMEDIAL ACTION
Please use the following space for any remedial action required.
Remember to indicate the activity number for which remedial action is required.
Activity No. Remedial Action ASSESOR NOTES

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Mahlangu Thembinkosi 9202 9303 1st Submission

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PORTFOLIO OF EVIDENCE

Dealing with client queries

PLEASE READ THE FOLLOWING WITH CARE:

Copyright: faisit (PTY) LTD © 2013

Version 1_July 2016

Access information in order to

1st Attempt Date: Final Result: Date:

Communicate verbally with

ASSESSOR DETAILS CANDIDATE ASSESSOR REGISTERED ASSESSOR

Assessor reg no:

MODERATOR DETAILS: CANDIDATE MODERATOR REGISTERED MODERATOR

Exergy  Phone numbers and email  Feedback.

Exergy X  I would get  I will practice on

 The Company’s system called MIP.

 I would still use MIP.

 The client’s cell phone number and/or email address.

2.4 In what format should the information be provided to the client?

o The client phone number and email address should be provided.

THIS IS ONE OF MY MANY COMPLAINTS AND STILL NO HELP... ON 26 JULY 2013 MY

 The system that they used at XYZ Insurance.

 Client’s contact number and email address.

 The “Problem” heading.

3.5 In what format should the information be provided to the client?

 I called the client and sent them an email.

How did you present this

Summarise your findings here:

The Report about Body Language

Answer the following questions regarding the situation:

 She wanted to bring forward a claim for her father's death.

 Bring forward her documents.

Answer the following questions regarding the situation:

 I would ask if they were assisted.

 Despite their grief, clients are perceptive to a great deal of information.

 Remain calm; you will be alright.

An example is provided below:

You apologize for your department’s poor service to an angry client.

1. You answer the telephone in your call centre.

2. You speak to your colleagues during a break in the smoking room.

Can you identify any verbal mannerisms in the transcript?

Q: What about hijacks?

- Summit TV is broadcast on Channel 55 on DStv

1) Premium Levels 1) Rates

Jargon 2) Underwriting surplus 2) Profits

3) Total premiums of all new

Plain Language 2) Levelling Off 2) Decrease

3) Stamp it Out 3) Eliminate it

1) Look…... 1) Don’t use this word

Verbal Mannerisms 2) Well… 2) Don’t use this word

3) So…. 3) Don’t use this word

Dread disease Describing someone Outside of Critically Ill.

Grace Period When a client has In public. Lapsing period.

Remember to attach the evidence to your portfolio.

Refer to the following:

Each paragraph should be 150 words.

Where did you capture this o I captured it on MIP.

Me: Hello, Mrs. Wilken. This is Thembinkosi from Zoem-Zoem Insurance

Mrs W: Thank you, bye.

Activity No. Remedial Action ASSESOR NOTES

Activity No. Remedial Action ASSESOR NOTES

Activity No. Remedial Action ASSESOR NOTES

Activity No. Remedial Action ASSESOR NOTES

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